IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v32y2011i11p1791-1809.html
   My bibliography  Save this article

Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’

Author

Listed:
  • Dae-seok Kang
  • Jim Stewart
  • Hayeon Kim
  • Jung-chul Lim

Abstract

This study aims to investigate the cognitive process by which perceived organizational justice and leader--member exchange (LMX) are channelized into role-prescribed and extra-role customer service behaviours. It proposes the mediating role of three forms of psychological empowerment (goal internalization, perceived competence, and perceived control) in the predictor--outcome relationship, and examines this relationship from a comparative view of the role-prescribed and extra-role behaviours. Valid and reliable self-report and supervisory evaluation measures were administered to 282 nurses in Korea. The results indicate that LMX had a significantly greater effect on extra-role behaviours than on role-prescribed behaviours, and that perceived control mediated the relationship between LMX and extra-role behaviours. In terms of justice perceptions, there was no significant comparative effect on customer service behaviours. Furthermore, perceived competence mediated the relationship only between distributive justice and role-prescribed behaviours.

Suggested Citation

  • Dae-seok Kang & Jim Stewart & Hayeon Kim & Jung-chul Lim, 2011. "Unravelling the impact of psychological empowerment on customer service behaviours as a consequence of ‘Leader-Member Exchange’," The Service Industries Journal, Taylor & Francis Journals, vol. 32(11), pages 1791-1809, January.
    • Handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1791-1809
    DOI: 10.1080/02642069.2011.559540
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2011.559540
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2011.559540?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:32:y:2011:i:11:p:1791-1809. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.